Customer Support- Orders & Returns

1SourceVideo is a National Distributor that specializes in bringing synergistic post-production & video broadcast products to market, across North America & South America. 1SourceVideo offers competitive compensation, as well as full medical benefits, a 401K plan, a profit-sharing program, all in a friendly atmosphere. We are currently looking to hire exceptional employees that have knowledge of our industry and seek employment opportunities.

No Remote Work Available. Salary Based on Experience

Overview:

National Distributor is looking for a Customer Service Coordinator to manage and support a select group of resellers nationwide. The Returns Merchandise Coordinator performs necessary steps to fulfill the customer’s return in accordance with the company’s return and exchange policies. Depending on the item’s condition and reason for return, the item is forwarded to different departments to be resold, returned to vendor, etc. The Customer Service Coordinator will also assist resellers on the order processing side to ensure that new orders are processed quickly with accuracy and invoiced in the same manner.

Purpose of the Position

The Return Merchandise Coordinator is responsible for handling customer concerns both internally and externally related to product returns and new/existing orders. Resolution could be needed for a multitude of issues, including defective parts, exchanges, late or lost deliveries, invoicing errors, repairs, missing items, parts damaged during transit, address changes, credits, customs issues, tracking information, product availability, order status, revisions etc. Works under general supervision. Hours are Mon-Fri 9am-5:30pm.

Qualifications

• 3-5 years’ experience in a customer support environment; Ideally experience within Supply-Chain & Distribution and Electronic Data Interchange (EDI)
• Strong interpersonal skills and a confident and effective communication style.
• A customer-focused mindset, utilizing troubleshooting abilities and creative problem-solving to support customers at every stage of the process and all the way through implementation of solution to resolution and customer success.
• An effective collaborator and team player with a hands-on, rollup the sleeves attitude to juggle multiple projects and workstreams, ensuring quality product and establishing best practices in a fast-paced team environment.

Responsibilities

• Provide day-to-day support and liaison between, sales, accounting, warehouse/shipping, vendors, and customer success teams to process new incoming orders, assist resellers with current orders and revisions and coordinate the return of customer products with an elevated level of professionalism and create a positive and helpful customer experience.
• Receive and process Product Returns (RMA), managing customer interactions received via multiple channels and communicating effectively to understand customer requirements, set customer expectations, and strengthen customer relationships.
• Prioritize and manage workflow through RMA - providing direction and feedback to team members and customers for continuous improvement and to achieve goals.
• Organize on-time shipments of replacement customer products, credits, etc. maintain and track product backlog/inventory, and provide customer reporting, utilizing our warehouse management system to manage the end-to-end RMA process with constant attention to measurable and continuous improvement
• Inventory checks performed weekly.
• Assist Purchasing with new purchase orders, revise existing purchase orders, cancellations as well as consignment movement between warehouses.
• Must be able to work in a warehouse with hot and cold temperature changes.
• Must be able to lift 50lbs.

Essential Job Functions include the following, but are not limited to:

• Responds to requests via incoming revisions, telephone calls, emails, and returned boxes daily.
• Documents RMAs by adding notes to activities in our inventory management system as well as gathers pertinent information about the issue(s).
• Provides customers with RMA numbers and instructions for returning products.
• Processing new incoming orders, revising of existing orders and invoicing orders that are set to ship.
• Creates and prints pick lists and packing slips when needed.
• Assist with purchasing by generating new purchase orders based on need, revise existing purchase orders and movement of virtual stock between warehouses.
• Quarantines Stock when necessary.
• Coordinates defective tested replacements, units for repack with resellers.
• Communicates with accounting, inventory control, shipping, tech support, carriers, Business Units, and entities to resolve issues and prevent re-occurrences.
• Follows up and invoices RMAs to ensure customers receive items, credits, and invoices in a timely fashion.

Specialized Knowledge and Skills:

• Proficient with a variety of computer software applications including Microsoft Outlook, Excel and familiar with using an inventory management software system.
• Experience with Acctivate preferred but not required.
• Strong proficiency in customer service.
• Strong ability to work under time constraints, to multitask, and solve multifaceted problems.
• Strong organizational, planning skills, and attention to detail.
• Strong ability to work well in a group atmosphere and comply with high quality standards.
• Strong communication and interpersonal skills are required to enable tailored written responses and an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
• Must be able to work on a self-initiated basis in a team environment.

If you are a motivated individual with excellent attention to detail and the ability to work efficiently in a warehouse setting, we would love to hear from you. Join our team as an Order Processor and contribute to our mission of providing exceptional customer service through accurate order processing and timely delivery.

Job Type: Full-time

Salary: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do yo have experience working within Supply-Chain & Distribution and Electronic Data Interchange?
• What level of experience do you have working with Inventory management software systems?
• What level of experience do you have working with Microsoft Excel & Outlook?

Ability to Relocate:

• Hazlet, NJ 07730: Relocate before starting work (Required)

Work Location: In person